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Complaints, Appeals
and Disputes
Nature of the Complaint
Complaints, appeals and disputes
brought to the attention of the GAA BAP by retailers, consumers, facilities, or
other parties will either be handled by GAA BAP or referred to the
Certification Body, depending on the nature of the complaint:
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Complaints, appeals and disputes associated with
the certification decision, audit, auditor or CB are referred to the applicable
Certification Body.
- Complaints, appeals or disputes not associated
with the certification or audit process will be handled by the appropriate GAA BAP
staff member.
Depending on the nature of the
issue, GAA BAP reserves the right at its sole discretion to investigate a
complaint independently or in conjunction with the complainant or CB. This may
include but is not limited to requesting further information, conducting
unannounced audits, requesting investigation by a facility in question, and so
on.
Timeliness and Submittal in
Writing
- The GAA BAP staff may contact the complainant
for further information as needed. To ensure a proper investigation can be done
by either the GAA BAP or the Certification Body, it is important that the
complaint be filed in a timely fashion to best complete the internal or
external review as thoroughly as possible.
- In an effort to best handle any situation that
arises, it is important that the complainant provide specific details in
writing as to the nature of the complaint. This includes date, time, location,
photos or any other details and documentary evidence to help assist in
investigation of the complaint. Complaints and appeals cannot be properly
investigated and resolved without sufficient detail in writing from the
complainant. Where complaints or appeals have been submitted with sufficient
information to determine that their validity or need for further investigation
has been established, the matter is carried forward.
Certification Body Complaints,
Appeals and Disputes Process
Complaints, appeals and disputes
brought before the Certification Body by facilities, GAA BAP or other parties
shall be addressed in accordance with the Certification Body procedures and
this section. The Applicant has the right to appeal the certification decision
of the Certification Body. The Certification Body shall have a documented
appeals process in place and provide that policy to the facility upon request
and/or in the event of a complaint. Appeals shall be made in writing within the
time frames and format stipulated by the CB.
- A full investigation shall be conducted and a
written response provided by Certification Body personnel that are independent
of the auditor and Certification decision maker(s). Appeals and complaints must
be resolved within the time frame set by the CB. Actions taken and their
effectiveness must be documented.
- GAA BAP requires a full investigation of the
report by the CB and, where applicable, the certified site and a response shall
be submitted to GAA BAP for consideration upon completion of the investigation.
- If the complaint has been resolved to the
satisfaction of the complainant and the CB, no further action may be required.
- If the issues raised in the complaints are not
addressed to the satisfaction of GAA BAP, or the CB’s or CB auditor actions may
bring the Certification Scheme into disrepute, the CB may be asked to
investigate further, may be sanctioned, suspended, or may have its GAA BAP
approval revoked.
- The CB may not undertake any Audits while the
Contract is suspended or following any termination.
- Where a complaint is considered, at the
discretion of GAA BAP to have been justified, the information relating to the
complaint may be made available to the Certification Body’s Accreditation Body.
- Where appropriate, GAA BAP may request the
certification body to sanction, suspend or withdraw Facility Certification, or
sanction, suspend or withdraw a GAA BAP approved auditor.
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